“Motivation is intrinsic. Meaning employees must motivate themselves and become engaged, but it is up to leadership to create the culture where self-motivation is not only possible but thrives.”
``Never forget that the level of your guest's loyalty is being impacted right this second by the least engaged employee on your staff.``
“You have to build an ‘every guest, every experience, every day’ culture to have long term success.”
“You won't build a better business if you continue to look at your existing business in the same old way.”
“Do you really understand the difference between designing business around how people live vs demanding people adapt to how you do business?”
“I believe your business should be able to see, sense and act on the experiential desires of every Guest at the point of experience.”
“Never forget that the single biggest impact on an employee’s performance is their direct supervisor.”
“Coaching is essential to maximizing individual success and individual success is essential to maximizing your businesses success.”
“If you want better employees, hire better people. If you want better managers, hire better people. If you want a better business, hire better people. Get it yet?”
“The most critical factor in creating sustainable, long-term success is your ability to continuously innovate all five fundamental areas of your business. Failing to do so is the most critical factor in creating your irrelevance.”
“Designing guest experiences based on your own biases is why the Golden Rule has no place in true Hospitality. It's not about treating people how you want to be treated. It's about treating them how they want to be treated.”
“It's time you stopped standing in the way of your own success.”
“They're ALL leadership problems.”
“Hospitality doesn't have to be complicated or showy in order to be meaningful. It simply has to be human.”
“You should only work with people who have successful experience in actually doing what it is you want to do. Everything else is just theory or worse.”
“Technology should enhance the Guest experience, not supplant it.”
“We spend far too many resources on searching for an excuse not to do something that we know would benefit us, rather than just engaging a solution in the first place.”
“As for turnover, when companies start hiring & growing the right leaders, employees will stop leaving for the wrong reasons.”
``Technology that supplants human engagement produces nothing more than transactional experiences.``
“If you can’t sell your products without discounts, you certainly can’t sell them with them.”
“You can’t shrink your way to greatness.”
“We cannot continue to subsidize million dollar mediocrities.”
“The reason most restaurants fail isn’t undercapitalization – it’s that the operator didn’t know what he didn’t know and didn't ask for help.”
“Most operators pay an extremely high ‘lost opportunity tax’ by not maximizing their own potential. This is a businesses single biggest expense and it’s not even on the P&L.”
“You can’t lead if you do not model the change and the values you try to inculcate your business with.``
“It’s not important who you think you are. What’s important is who your guests think you are. In other words, operators don’t create brands – guests do.”
“Cost controls are for maximizing profits, not minimizing losses!”
“Great businesses don’t hire talented people and motivate them, they hire people who are already motivated and then inspire them.``